PhoneCoach training – a one day workshop
Wednesday 31st May 2017
A one day training course
Leapark Hotel, Grangemouth
Wednesday 31st May 2017
Valid for IRRV CPD Points
* INCLUDES FREE PLACES SPECIAL OFFER *
Maximising collection of council tax, non-domestic rates, rents and sundry debts has never been more critical and challenging.
In response, IRRV is now able to deliver the highly successful and popular telephone debt collection workshop using PhoneCoach, the market leading training tool for staff using the telephone.
This one day workshop will focus on the key skills needed to improve telephone call handling resulting in improved collection performance through theoretical and practical learning techniques where delegates can interact with each other in a realistic environment.
The course covers all local authority and housing association debt streams and is a must for all staff involved in revenues collection who deal directly with the public. The course has already been successfully delivered in Scotland where feedback has been excellent. Delegates’ comments include :
“I now realise there are more and different skills that I can adopt to deal with phone calls more efficiently”
“I will now be able to control the conversation and also, as I am relatively new to the job, the training has increased my confidence”
“Has given me further skills and methods to use which will hopefully result in more satisfactory outcomes”
“Techniques and phrases pointed out have put a new perspective on how I should make and receive calls”
“I think the training will improve the entire Division's collection rates and inspire confidence in staff”
“I will definitely feel more confident in dealing with all telephone calls - getting payment arrangements. This course has improved my skills in persuasion and negotiation”
This is a one day course aimed at raising the awareness of effective recovery action in providing telephone service excellence and improved performance in collecting debts and reducing arrears.
The Course Leaders for the workshop are Allan and Dee Traynor. Allan is a past national President of the IRRV, and both Dee and Allan have extensive experience of revenues administration in local government.
Course Content
- Nature of communication
- Developing personal communication style and negotiation skills
- Importance of first impressions
- Good questioning skills
- Active listening skills
- Using voice emphasis to add impact
- Coping with irate callers
- Tips and tactics to help you improve collections
Learning Outcomes
- Understand the importance of the telephone as a recovery tool
- Gain key skills in assertiveness, listening and negotiating with customers
- Deal with callers in a professional and efficient manner
Timetable
|
Time |
Topic |
|
9.30 |
Registration |
|
|
Introduction & Objectives |
|
|
Power of the telephone |
|
|
Telephone call critique |
|
|
Telephone exercise |
|
|
Call structure and communication style |
|
|
Telephone exercise |
|
10.45 - 11.00 |
Coffee Break |
|
|
Questioning skills |
|
|
Telephone exercise |
|
|
Negotiation skills |
|
|
Telephone exercise |
|
12.30 - 1.15 |
Lunch Break |
|
|
Assertiveness |
|
|
Telephone exercise |
|
|
Empathy and listening skills |
|
|
Difficult calls |
|
|
Telephone exercise |
|
2.45 - 3.00 |
Coffee Break |
|
|
Outbound calling strategy and establishing initial contact |
|
|
Telephone exercise |
|
|
Outbound calls – getting the message across |
|
|
Telephone exercise |
|
|
Closing summary session |
|
4.30 |
Workshop Close |
Special Offer
Every fourth place from the same organisation booked for this course (and made in the same booking) is entirely free of charge. .
Any queries?
If you have any queries, please contact
Fraser Macpherson,
IRRV Development Manager,
2A Argyle Street,
Dundee,
DD4 7AL